All Accor

Global hotel management, franchising, loyalty program

Guest Relations Agent

Hotel Guest ServicesPosted on Nov 11

Full-timeDubai - United Arab EmiratesNo salary listedIn-person

About the Job

Requirements

A university degree in Hotel Management is required.
Candidates should be a fresher or have at least one year of experience in a similar role, preferably in a five-star hotel.
Candidates should demonstrate communication skills, empathy, patience, and a courteous demeanor.

Responsibilities

Prepare for daily VIP arrivals by arranging room allocations, amenities, and special requests.
Prepare mise en place for VIP arrivals, including registration cards, room keys, and welcome drinks.
Register VIP guests and process their check-ins and check-outs efficiently and professionally.
Escort VIP guests to their rooms.
Update guest information in the computer system after check-in.
Handle walk-in counter reservations and process call-in reservations when the room reservations section is closed.
Provide courteous service and promptly respond to guest requests and inquiries.
Resolve guest complaints and requests, liaising with the relevant department to ensure immediate follow-up.
Issue guest room key cards and maintain effective control to support guest security.
Ensure messages, mail, and packages are delivered to guest rooms.
Assist at the information counter, foreign exchange, and business centre when assigned.
Maintain knowledge of hotel rate codes, packages, segmentation, discounts, and how to handle each.
Maintain contact with hotel guests to ensure problems or complaints are handled efficiently and courteously.
Follow up with the bell desk regarding the shuttle bus.
Make daily courteous calls to VIP rooms and other guest rooms.
Report unusual occurrences or requests to the manager.
Follow the hotel's accident prevention policies.
Maintain cleanliness and neatness in the front office area.
Review the logbook, verify outstanding matters, follow up on pending items, and identify special assignments for the day.
Check the hotel's situation, occupancy, functions, groups, and VIPs.
Re-announce VIP rooms to the Housekeeping and Food and Beverage departments.
Check that all departure details have been taken for the current day and the following day.
Arrange bouquets, cakes, and cards for guest anniversaries and birthdays.
File daily guest relations reports and documents systematically.
Coordinate and share information with Front Office, Housekeeping, Food and Beverage, and especially the General Manager regarding MIPs and VIPs.
Review guest comments daily and contact guests when necessary and possible to take direct action.
Handle guest complaints concerning Guest Relations in coordination with the Guest Relations Manager, take corrective action to prevent recurrence, and help convert guests into repeat customers.
Coordinate appropriate actions with other departments and inform the General Manager when necessary.

Job Description

Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
Keep Mis-en-place ready for VIP arrival (Reg. cards, room keys, welcome drink)
Register and process check in/out for all VIPs guests efficiently and professionally.
Escort VIP guests to their rooms.
Update guest information into the computer after a complete check in.
Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
Resolve guest's complaints/ requests and liaise with the department concerned to ensure immediately follow up
Handle issuance of guest room key cards and ensure effective control for guest security.
Ensure that all messages, mails and packages are delivered to the guest room.
Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned.
Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
Follow up with Bell desk regards shuttle Bus.
Daily courteous calls to VIP rooms, so too with other guests.
Report any unusual occurrences or requested to manager.
Be aware of the hotel accident Prevention Policies.
Ensure the cleanliness and neatness of front office area.
Review logbook, verify outstanding and follow up pending. Identify if any special assignment for the day.
Check Hotel situation, occupancy, functions, groups, VIPs.
Re-announce VIP rooms to Housekeeping and F&B departments.
Check if all departure details for the day have been taken, as well as for the next day.
To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
File daily guest relations report and documents systematically.
Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
Reviews Guest Comments daily and takes contact if necessary and possible with the guest for direct action.
To effectively handle all guest complaints concerning Guest Relations in co-ordination with the Guest Relations Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager where necessary.

Qualifications

UniversityDegree in Hotel Management
Fresher or a minimum of 1 year experience in a similar role in a 5-star hotel preferably on the same role
Have excellent communication skills, empathy, patience, and courteous demeanor

Additional Information

What is in it for you:

Employee benefit card offering discounted rates at Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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